Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years.

Management 195

Management Feedback Customer Service Customer Experience 195

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Management 195

Management Personalization Call Center Customer Experience 195

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep. Be GREAT out there! Don’t just be good.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. As leaders, our job is making it easier for our teams to deliver exceptional service.”

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

CCNG

OCTOBER 12, 2022

Leadership plays a big part in this. We all know three things to be true about leadership: First, every leader, at any level, has a different frame of reference, skill set, education, expertise, experience, and level of passion. Second, people naturally gravitate toward what they enjoy doing and what they are passionate about.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

JULY 5, 2023

One: Serve Your Team The most important thing you need to know about leadership is that your primary job is to serve your team. Serving your team means that you realize they don’t work for you but you work for them and that means their success is more important than your own. Bottom line.

Management 195

Management CCNG Contact Center Accountability 195

CCNG

JANUARY 25, 2023

Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more. So, what can you do about it? In fact, on Day 1, they are usually brimming with nervous excitement about starting a new role. Slack, Teams, etc.),

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

ShepHyken

AUGUST 3, 2022

It turns out that 90% of the complaints the customer support team received had to do with lost luggage. An Edinburgh Airport spokesperson said, “Unfortunately, we have seen a rise in the amount of abuse our teams are facing from passengers. They may be upset and angry about their lost luggage, but most people aren’t abusive. .

Airlines 325

Airlines Customer Support Customer Service 325

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

MARCH 23, 2023

I was thinking about this because one of our listeners, Praveen Kumar, is in a pickle about his employee experience. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! The concept that you will be more successful in caring about your employees is not a fad.

Management 195

Management Personalization Customer Experience Consulting 195

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. It wasn’t about how to help supervisors get results or even help their front-line employees. It was about checking off the box. Does that make sense?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

JANUARY 31, 2024

The knowledge management trends we are seeing are all about making a company’s collective knowledge more actionable through better retention and sharing—which ultimately provides a competitive advantage. This Isn’t About Document Management It’s not about managing a huge database of documents that workers can scour for the answers.

CCNG 195

CCNG Self service Best practices Chatbots 195

ShepHyken

AUGUST 16, 2023

At about 9:15 p.m., The manager should never have allowed one employee to run a restaurant that takes a team of people. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. The short version of the story is this.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Leadership Skills We’ve put this in the first place because it is certainly the most vital skill any manager should have, regardless of their industry. Leadership might sound elusive, so we’ll break down what we mean.

Customer Service 137

Customer Service Management Feedback Chatbots 137

TechSee

MARCH 7, 2023

Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Tomé, CEO, UPS – A couple of years ago, Carol shared a photo of four generations of her family.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Build a diverse team.

Call Center 182

Call Center Management Scripts Coaching 182

ShepHyken

DECEMBER 11, 2023

When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals. Quotes: “It all starts with leadership.

Customer centricity 207

Customer centricity Morale Feedback Customer Experience 207

ShepHyken

APRIL 10, 2019

To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. He learned about how to treat the company’s customers with dignity and respect. Bob was proud to be a part of this team. Leadership sets the tone.

Customer Service 301

Customer Service Personalization Customer Experience 301

ShepHyken

DECEMBER 6, 2022

Employees on the frontline have unique knowledge about their customers that comes from constant first-hand interactions. The company’s leadership needs to be aligned with its customer experience goals. ” About:    . Quotes:   . ” “Take off the bib and put on the apron.

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

ShepHyken

FEBRUARY 15, 2022

Experience Leadership. They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. Top Takeaways: It’s no longer sufficient just to talk about customer experience in isolation. answers the following questions … and more: What is experience leadership?

Feedback 190

Feedback Education Surveys Personalization 190

ShepHyken

SEPTEMBER 29, 2021

One of my favorite companies to write about is Ace Hardware. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service.

Customer Service 385

Customer Service Customer Experience 385

Call Center Weekly

JULY 24, 2017

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. It is trust that transforms a group of people into a team.” Trust will not only help create a team, it will help create exceptional individuals. Agents need to be built up by the leadership team.

Contact Center 273

Contact Center Morale B2C Coaching 273

ShepHyken

DECEMBER 9, 2020

One of our clients asked whether they should share survey results with their team. His question was, “Should they go to everyone in the company or just leadership? This could be at a weekly team meeting or even a quarterly event. The good stories are great to share, but what about the bad ones? Do you share those?

Coaching 352

Coaching Surveys Customer Service 352

ShepHyken

JANUARY 15, 2024

This is about the performance of your people. Accountability isn’t about assigning blame. ” About: Art Turock is an elite performer in both business and sports. Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. I know you will enjoy this episode!

Accountability 196

Accountability Coaching Best practices Customer Service 196

24-7 InTouch

FEBRUARY 13, 2024

Most significantly, Beliveo will signal IntouchCX’s entry into Mexico with a state-of-the-art facility located in Guadalajara, strong executive leadership, and continued partnerships with media and technology clients. About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Customer Contact Central Submitted Articles

OCTOBER 10, 2022

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. We invest in ever-greater organizational flexibility, adaptability, and create nimble, forward-thinking leadership teams.

Customer Care 130

Customer Care 130

Totango

FEBRUARY 23, 2024

The first months in a leadership position are critical to setting the tone for your future with the organization. Having a well-designed plan for those first few months can help to establish clear priorities, align your team, and make meaningful progress toward strategic goals. It’s so easy for us leaders to focus on our team.

Marketing 97

Marketing Enterprise Sales 97

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Whenever you think about savings, think about value expansion. Enroll your senior leadership team and board in our 2-hour C-Suite Guide to CX Growth working session.

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

Cisco - Contact Center

MARCH 25, 2024

Today, I am excited to share an update about Cisco’s Executive Leadership Team (ELT). Eyal Dagan Cisco EVP, Strategic Projects Eyal Dagan , who has led our Common Hardware Group since 2020, is taking o… Read more on Cisco Blogs

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TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Transparent BPO

NOVEMBER 17, 2022

They all seem to be talking about it – from the C-suite to the kitchen table and every business journal is unpacking the advantages of letting employees work from home. And you and your leadership teams are asking, “will work-from-home work for […]. The answer may lay with your clients and agents. It’s on everyone’s lips.

outsourcing 118

outsourcing Contact Center Customer Service Customer Experience 118

Call Design

DECEMBER 5, 2023

The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team. By incorporating WFM insights, organisations can make more informed decisions about future forecasts, resource allocation, and performance measurement.

Management 78

Management Analytics Employee engagement Customer Experience 78

JivoChat

FEBRUARY 5, 2023

A manager has a leadership position. It’s essential to communicate with clarity, to have an attitude toward your team that shows they can count on you, and that you are open to hearing their opinions and help. The course also teaches you how to delegate effectively to empower your team. Workload: 2.5

Management 75

Management Technology Accountability Time management 75

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. Global Benchmarking Series, Contact Center Training and Development Research shows that an effective team leader can help improve employee satisfaction and retention.

Contact Center 88

Contact Center Employee engagement Coaching Benchmark 88

Integrity Solutions

JULY 16, 2021

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members. Motivates you?

Coaching 110

Coaching Management Employee engagement Sales 110